If you’re passionate about people, thrive in a fast-paced environment, and know what great customer support looks like, we’d love to hear from you.
What You’ll Do:
- Lead and inspire a team of Customer Support Advisors and Specialists to consistently deliver empathetic, solution-focused support
- Mentor team members, building their skills in communication, problem-solving, and service delivery
- Foster a growth mindset and culture of continuous learning and improvement
- Organise team schedules and tasks to ensure optimal staffing and excellent customer service
- Monitor quality of service through regular reviews and performance metrics (CSAT, first-time fix, response times, etc.)
- Manage escalations, resolving complex queries with care and urgency
- Champion the voice of the customer internally—identify trends and pain points and collaborate across teams to drive service improvements
- Continuously refine processes and troubleshooting procedures to improve efficiency and customer satisfaction
- Support the Head of Customer Support with ongoing strategy and service development
What You’ll Bring:
- Proven experience in customer support, with additional experience in a leadership or supervisory role
- A passion for delivering person-centred service and exceptional customer experiences
- Analytical mindset, able to interpret data and turn insights into action
- Strong leadership, communication, and interpersonal skills—you know how to inspire and develop people
- Calm under pressure with excellent conflict resolution and decision-making abilities
- Experience with APIs, integrations, cloud-based solutions, and customer support tools (e.g. Zendesk, Intercom, Freshdesk)
- Solid understanding of CRM and support ticketing systems
- Excellent problem-solving skills and a detail-oriented approach
What We Offer:
- A base salary of £35,000 - £40,000 and bonus depending on experience
- Modern town centre offices in Guildford, with opportunity for ad hoc home working
- 25 days holiday
- Net zero pension scheme
- Additional perks including; cycle to work scheme, staff discounts portal and Employee Assistance Programme
At Person Centred Software, we’re leading the digital revolution in social care. Our technology is reshaping an industry that impacts millions—driving efficiency, improving outcomes, and setting new standards. Every day, your work will help modernise and future-proof social care.
🚀 Tech That Transforms –automation, real-time data—our solutions are redefining how social care operates
🏆 Join the Market Leader – Trusted by thousands, we set the benchmark for digital transformation in social care
💡 Drive Meaningful Innovation – Work at the forefront of a sector ready for change, where your skills fuel real-world impact
📈 Challenge Yourself, Make a Difference – If you love tech and solving big challenges, we want to hear from you
🤝 Work with the Best – Join a team of top-tier professionals passionate about using technology to drive change
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What We Do
Person Centred Software provides a Connected Care Platform with a range of digital care software solutions for various service types, including residential care, nursing homes, learning disabilities, supported/retirement living, domiciliary care, mental health support and pharmacies. It is the market leader in its sector, with over 6,000 care homes using its software. Person Centred Software offers a Connected Care Platform, which provides a suite of integrated solutions that cover the entire ecosystem of care management within social care. Within the Connected Care Platform, you can use one solution on its own or multiple that connect, all through a single device. Each area focuses on a particular part of the care ecosystem and, when used together, provides a complete solution to improving outcomes for residents, improving the lives of care workers, and improving the overall efficiency, effectiveness, and compliance of a care setting. Its solutions cover Care Planning, Medication Management, Wellbeing & Activities, Care Home Operations, plus more! Person Centred Software's seamless integration philosophy also extends to solutions offered by our valued partners, which provide greater flexibility and the opportunity to connect all aspects of your care management. You're in safe hands with Person Centred Software. Its digital social care record system, mCare, is assured by NHS England; the PRSB accredits the organisation as a quality partner, and Person Centred Software is also certified with Cyber Essentials Plus, a secure solution to keeping your data safe, with infrastructure that exceeds GDPR's requirements. Every day, Person Centred Software’s icon-driven app creates more than 9 million care notes; 94% of CQC inspected homes using mCare are rated as good or outstanding.
